product manager for customer support

Bolt is a global mobility platform serving customers and driver and courier partners across 50 countries. It provides ride-hailing, food delivery, scooters, e-bikes, and car-sharing services.

• Define product strategy and roadmap for the Support Experience domain, covering help discovery, live chat, self-serve solutions, and case transparency;
• Design and improve user journeys for accessing support, including routing between self-serve, automated, and human-assisted channels;
• Collaborate with cross-functional teams, including Support Automation and agent tooling teams, to deliver seamless end-to-end experiences;
• Run experiments and analyse results to inform product decisions, including impact on user experience and business metrics;
• Balance user experience quality with cost-to-serve, using data to guide trade-offs and improvements;
• Act as the main point of contact for Support Experience, align stakeholders, and provide regular updates across product, operations, and leadership teams.

• Demonstrated experience in product management with ownership of consumer-facing products at scale;
• Strong understanding of support, customer experience, or user journey design, ideally in multi-sided platforms;
• Experience balancing user experience with operational or business metrics, including cost-related considerations;
• Experience working with data and experimentation to inform product decisions;
• Strong communication skills for effective collaboration across technical and non-technical stakeholders;
• Nice to have: familiarity with AI-driven support solutions, real-time systems, or customer support tooling.

• Rewarding salary and stock options;
• Wellness perks supporting physical and mental health;
• A 1-month paid sabbatical after 5 years at Bolt;
• Annual company events and smaller team gatherings;
• Hybrid model with at least 12 monthly in-office days;
• Some perks may differ depending on location and role;
• Equal opportunity employer with reasonable accommodations available throughout the hiring process.